When providing customer service over the telephone, knowing how to communicate effectively without the benefit of direct face-to-face interaction is a critical skill. This online self-paced course offers etiquette tips and techniques for delivering excellent customer service over the telephone. Participants will learn how to properly answer, manage and end customer service calls and make a good impression by adapting their response to each customer's unique style.
- listening actively
- asking questions to obtain more information
- being mindful of tone and technique
- empathizing with the customer